Summary

These positions are located in one of the following Institutes/Centers who are participating in this recruitment:

• CC
• CSR
• NCI
• NHLBI
• NIAID
• NIDCD
• NINDS
• OD

Additional institutes/centers may also participate in this announcement.

Duties

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• Manage special projects that have a significant impact on the delivery of customer support services.
• Lead quick response teams in responding to problems resulting from catastrophic events, such as virus infections or power outages.
• Resolve hardware/software interface and interoperability problems.
• Analyze, design, develop, customize, and implement a wide range of complex hardware and software to support large-scale LAN/WAN systems including protocols, management systems, communications controllers, bridges, routers, and other network devices that support extensive operations.
• Analyze, plan, and coordinate major hardware acquisitions to meet current and future business requirements.
• Develop service level agreements (SLAs) that define requirements and expectations for the delivery of customer support services. Develop and implement performance criteria to ensure that requirements are achieved.
• Represent the customer service discipline on applications development teams to ensure that customer service requirements are addressed during the systems development process from translation of functional requirements through systems testing.
• Represent the organization in meetings and discussions with vendors and/or intra-agency advisory committees to resolve problems. Work with other agency experts in the design and installation of hardware and software for new network or for major modifications to existing network(s).

Requirements

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Qualifications

For all IT positions, individuals must have IT-related experience demonstrating each of the four competencies listed below:

• Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
• Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.
• Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.
• Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

AND, you qualify at the GS-12 level, if you meet the following qualification requirements:

You must demonstrate in your resume at least one (1) year of specialized experience equivalent to at least the GS-11 level in the Federal service obtained in either the private or public sector typically gained in the IT field or through performing the following types of tasks: analyzing configuration management processes and procedures and developing and recommending processes, software, and procedures to ensure effective configuration management; resolving customer support requests involving integration or configuration related issues and support systems involving a wide variety of different platforms, operating systems, applications, and desktop configurations; performing network configuration management functions and maintaining daily LAN operations; coordinating installation, maintenance, troubleshooting, and fine-tuning of the LAN including all hardware, software, telecommunications, and networking components.

AND, you qualify at the GS-13 level, if you meet the following qualification requirements:

You must demonstrate in your resume at least one (1) year of specialized experience equivalent to at least the GS-12 level in the Federal service obtained in either the private or public sector typically gained in the IT field or through performing the following types of tasks: evaluating specifications and features of new products, performing product comparisons, feasibility and cost benefit analyses, and performance and compatibility testing; designing and installing hardware and software to support large-scale LAN/WAN systems; performing configuration, statistical and utilization analyses and studies associated with capacity and performance management and evaluating configurations and operations to determine the causes of problems and recommending management actions to restore quality services; and developing plans and performance criteria for the installation and implementation of new IT systems.

You will receive credit for all experience material to the position, including experience gained in religious, civic, welfare, service, and organizational activities, regardless of whether you received pay.

Do not copy and paste the duties or specialized experience from this announcement into your resume as that will not be considered a demonstration of your qualifications for this position.

We may verify or assess your qualifications at any time. Inflated or unsupported qualifications may affect your rating. Any misrepresentation or material omission of facts may be sufficient cause to end further consideration of your candidacy. Persons listed as knowing your past accomplishments or experience in your application may be contacted for verification purposes at any time. Verification may, but need not, begin before receiving an offer.

review application questionnaire before you apply:

Education

This job does not have an education qualification requirement.

Additional information

• This position is designated as a "non-emergency/teleworker" position and the selected candidate will be considered a "non-emergency/teleworker" employee. In the event of a closure, you must be available to telework or request leave.
• PHS Commissioned Officers interested in performing the duties of this position within the Commissioned Corps should apply online to this announcement to receive consideration.
• Visit Help Applying for helpful information on the application process.
• If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here: Reasonable Accommodation Information.
• Veterans' Preference only applies to Schedule A (disability appointment), HHS Reemployment Priority List (RPL) Eligibles, HHS Priority Reemployment List (PRL) Eligibles, and Veterans Recruitment Appointments (if applicable).
• A newly appointed or reappointed employee may receive service credit for prior work experience or active-duty uniformed service that otherwise would not be creditable for the purpose of determining his or her annual leave accrual rate. All creditable service must be directly related to the duties of the position being filled and decisions to allow for such credit must be finalized prior to the selectee's entrance on duty. Recipients will be determined on a case-by-case basis based on organizational need, specific case justification, and budget limitations.
• NIH may repay certain outstanding Federally insured student loans to facilitate the recruitment and retention of highly qualified people. Recipients will be determined on a case-by-case basis based on organizational need, specific case justification, and budget limitations.
• A newly appointed or reappointed individual may receive a recruitment incentive. Recipients will be determined on a case-by-case basis based on organizational need, specific case justification, and budget limitations.
• A current federal government employee may receive a relocation incentive if moving from a different geographic location. Recipients will be determined on a case-by-case basis based on organizational need, specific case justification, and budget limitations.
• At the supervisor's discretion, this position may offer work schedule flexibilities: telework compressed schedules, flexible schedules.

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Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

Benefits

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A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

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Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.